My broadband went down on the 18th Jan 25, spoke on chat and an engineer was booked for Monday 20th, he diagnosed the problem as a faulty router and ordered a new one. On the 21st I went back onto chat to confirm it was ordered, I was told as there was a cease on my account I wouldn't be getting one?? I explained my switch over to a new supplier wasn't until the 21st Feb but was told the only way to get a new router was to cancel the cease. After expaining that I have been a customer of TalkTalk for over 20 years I was told one would be sent out. Went on chat again on the 22nd to be told the order had been cancelled because I was on cease, so went through the whole process again and told a router would be sent out. Went on chat again on the 23rd to confirm that it was on the way as I'd lost all faith by now I was again told no router would be coming but she would book me an appointment for a Openreach engineer for today the 24th Jan. Engineer arrived this morning and again fault was diagnosed as the router, he spoke with Talktalk and they said sent in your report and ask the customer (me) to call within 3 hours. I have just called to be cut off after 17 mins so I called again, spent 35 minutes on a call with an agent to be told I can't have a new router as I have a cease on my contract, I expained I am paying for a service which you aren't providing and am disgusted that they treat customers this way. I asked to speak to a compaints manager he said he'd put me through and yet again I've been cut off. In total I have been on chat for over 6 hours this week, have been without broadband for 6 days and have been on the telephone for over an hour and have achieved nothing. This is absolutely diabolical service and I will be taking it to the ombudsman. Now I'll wait and see if I get a reply to this.
